Service Desk Analyst

Position Summary: The Service Desk Analyst is responsible for addressing first-level technical support requests submitted by telephone, email, web portal or in-person. Customer issues typically involve questions and/or issues related to their technical environment; but can cover a wide variety of operational issues. Timely first-contact resolution with a high level of customer service is emphasized. Support issues are required to be fully and accurately documented in the Service Management ticketing system. Support issues that cannot be resolved are escalated according to established escalation paths. Analysts must understand and work effectively within the internal structure as well as be knowledgeable of processes and available resources. This position functions in collaboration with Pike IT teams and other Pike departments as needed.

In addition to resolving customer issues, the analyst will proactively identify and address opportunities for operational efficiency, proactively eliminate problems before they occur and document solutions in the knowledgebase.

The Analyst may be required to work a varied work schedule to provide coverage from 8am to 6pm Monday-Friday with occasional weekend hours.

Essential Functions:

• Respond to, document, resolve or escalate approximately 30 phone-based and email support requests per day in a timely, professional, and courteous manner
• Provide clear and detailed documentation within the service management system
• Perform actions to resolve complex issues using remote control technology tools to install, modify, or make repairs to computer hardware and/or software
• For issues which cannot be resolved within the Service Desk, identify the appropriate team required to resolve and route the issue in a timely manner
• Convey complex and/or technical processes to customers in a clear logical manner
• Provide an exemplary customer experience with all end user interactions
• Clearly and accurately document information in the Knowledgebase
• Assist in creation of technical training documents for end user education
• Meet Service Level Objectives and Key Performance Indicators
• Participate in team/staff meetings
• Collaborate effectively with cross-functional teams in order to ensure timely delivery of solutions
• Identify recurring issues or problems impacting the user-base and engage the Support Team and/or Support Management for delivery of permanent solution

Minimum Requirements:

• Minimum two-year IT degree or a closely related field is preferred; though experience can be substituted for education
• Preferred 1-3 years of experience as a Service Desk Analyst
• Ability to work effectively and empathetically with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions
• Intermediate to Advanced troubleshooting expertise with:
• Active Directory account administration
• Microsoft Windows 10
• Microsoft 365
• Local and networked printing solutions
• iOS Mobile devices - Intune experience preferred
• Internet browsers including Edge and Chrome
• Computer networks and server Infrastructure
• Computer Hardware diagnostics
• Networking, wireless connections, VPN solutions, and network-wide file system layouts
• Ability to manage timelines and meet tight deadlines
• Detail oriented with excellent oral and written communication skills
• Ability to manage and prioritize multiple tasks
• Excellent interpersonal skills needed to work with various levels of staff up to the Executive level.
• Self-motivated, constructive and positive attitude
• Customer service skills including the ability to: relate to others; actively listen to/ understand and empathize with the customer; anticipate customer needs; communicate complex or technical information in a clear, concise manner; and provide high-level customer satisfaction

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands and fingers to handle, feel, or operate objects, tools or controls; reach with hands and arms.

Work Environment:

While performing the duties of this job, the employee is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work). The employee may be subject to one or more of the following atmospheric conditions that affect the respiratory system of the skin: fumes, odors, dust, mists, gases, or poor ventilation.

Competencies:

• Self-Motivated
• Team-Oriented
• Customer Oriented
• Collaborative Skills
• Problem Solving/Analysis
• Personal Commitment and Accountability
• Relationship Management
Must be able to follow Company safety rules and all other Company policies

EOE/Minorities/Vet/Disabled